1. Introduction
1.1. Instant24 Web Advertising LTD is proud of the service it provides as an agent and the manner in which Technicians and Customers conduct business. Instant24 is dedicated to maintaining a high level of service and this requires all Technicians to conduct themselves in an honest and ethical manner while performing Call-Out or Repair Contracts.
1.2. This Code of Conduct contains the standards Technicians are expected to apply when performing Call-Out Contracts and subsequent Repairs Contracts.
1.3 The Code of Conduct stipulates three core values that Instant24 considers fundamental to an ethical business practice.
A Technician agrees to perform Call-Out Contracts and subsequent Repairs Contracts in accordance with the following guiding principles:
2.1.1. The provision of superior repair services;
2.1.2 Promoting consumer safety and protection from:
Abusive behavior, discrimination, exploitation, and harassment.
2.1.3 Use of a trustworthy and transparent payment process
2.2. All Technicians are required to carefully read this Code of Conduct to ensure they comprehend its entirety. Technicians are required to implement and strictly abide by this Code of Conduct upon instructing Instant24 to act as their agent and once the Terms enter into force.
Technicians should contact Instant24 if they have any questions regarding this Code of Conduct.
Instant24 encourages all Technicians to raise concerns about the conduct of other Technicians and to report instances where the Code of Conduct may have been violated.
3. The Law
A Technician accepts the following conditions:
3.1 Providing a Superior Service
3.1.1 Comply with any applicable industry code of conduct for the Technician Type, as established by the governing assessment/certification authority.
3.1.2 To execute the Call-out and Repair contracts with reasonable skill and care.
3.1.3. To arrive at the Consumer's premises within a reasonable time, no later than the agreed time, and to notify Instant24 as soon as possible of any delays/suspected late arrival so that the Consumer can be promptly notified;
3.1.4 Ensure you arrive at the Consumer's property with the proper equipment to perform the service;
3.1.5 Never attempt to complete a job that is beyond your experience/expertise or that is potentially dangerous and could jeopardize your safety and the safety of a Consumer;
3.1.6 Be respectful when entering a Consumer's property and present identification documents promptly when asked by a Consumer;
3.1.7. To never perform a Call-Out or Repair Contract or enter into a Repair Contract agreement with a Consumer under the age of 18 or in the absence of an adult;
3.1.8 To always provide a fair and honest estimate for the repair work and to never exceed the rates outlined in the Instant24 Technician Tariff;
3.1.9 Before entering into a Repair Contract, provide the Consumer with an accurate estimate of how long the repair is likely to take and any additional materials that will be required.
3.1.10 Provide the Consumer with the option to decline entering into a Repair Contract;
3.1.11 Keep the Consumer informed of any changes in the repair work and any additional costs that may arise during the course of the repair;
3.1.12 Obtain the Consumer's agreement before proceeding with any additional work that was not included in the original Repair Contract;
3.1.13 Provide a receipt that includes a detailed description of the work performed and the costs incurred by the Consumer;
3.1.14 Ensure that all work is performed in compliance with all relevant health and safety regulations;
3.1.15 Leave the Consumer's property in a clean and tidy condition;
3.1.16 Always act with integrity and honesty when dealing with Consumers, Instant24, and other Technicians.
3.2 Promoting Consumer Safety and Protection
3.2.1 Treat all Consumers with respect and courtesy;
3.2.2 Never discriminate against a Consumer on the basis of their race, ethnicity, gender, age, sexual orientation, religion, or any other personal characteristic;
3.2.3 Never engage in abusive behavior, exploitation, or harassment towards a Consumer or any other person;
3.2.4 Report any suspected abuse, exploitation, or harassment of a Consumer or any other person to Instant24;
3.2.5 Comply with all relevant consumer protection laws and regulations;
3.2.6 Protect the privacy and confidentiality of Consumer information;
3.2.7 Follow all relevant data protection and privacy laws and regulations;
3.2.8 Only use Consumer information for the purpose of performing the Repair Contract and never disclose or sell Consumer information to third parties without their explicit consent.
3.3 Trustworthy and Transparent Payment Process
3.3.1 Only charge the Consumer for the work performed and any agreed-upon additional costs;
3.3.2 Never charge the Consumer for any work that was not agreed upon in the Repair Contract;
3.3.3 Use a transparent payment process that clearly outlines the costs of the repair work and any additional costs incurred;
3.3.4 Provide the Consumer with a detailed receipt that includes a breakdown of all costs;
3.3.5 Follow all relevant laws and regulations regarding payment processing;
3.3.6 Never engage in fraudulent or deceptive billing practices.
4. Conclusion
4.1. Instant24 expects all Technicians to comply with this Code of Conduct and to act in an honest and ethical manner at all times when performing Call-Out and Repair Contracts.
4.2. Any Technician who violates this Code of Conduct may be subject to disciplinary action, including termination of their agreement with Instant24.
4.3. Instant24 reserves the right to modify this Code of Conduct at any time. Any changes to the Code of Conduct will be communicated to Technicians in writing and will take effect immediately.